Delta is my favorite airline to fly. Generally flying with them is seamless and pleasant, in my experience. But recently we had a glitch.
Note: That featured image is from a flight a couple of years ago. This is our weather today:
Here’s the story:
Today Chris and I are headed out to Utah to see CJ, Lauren and Zeb (and to ski and snowboard, and see some co-workers, and …you get the gist of this.) We are on vacation!!!!!!
The incredible company I work for (Automattic) encourages us to take off when we want, and when I mentioned this trip, is was beautiful to see how team-mates shuffled work-loads around to cover my work while I am gone. In addition to getting to take of time whenever we want, we are very flexible on how we schedule our time on a day-to-day basis. I chose to put in a few longer days over the weekend so I was officially AFK by 1pm yesterday.
You know that incredible feeling of freedom when you close out of work to go on vacation? Even when you love your job? That’s what I was feeling as I joined my husband and dog for a walk at the beach. As we walked, Chris and I talked about how whether or not we should offer to get bumped if the situation arose (we discuss that before every trip). I commented that it would be really good to come up with a plan this time since Delta is recovering from a computer glitch and might still be trying to find places on flights.
Feeling like I should get packing, I cut the timing short.
As soon as we got home I went to check in with the airline and discovered that there were no tickets for Chris!!!!
Back-tracking a bit here. Last April I chose to get bumped from a flight and received a $700 voucher to use on flights within a year. Chris and I had planned to drive out to Utah for this visit, but as winter storms started hitting, I chickened out, and we decided to use the voucher for flights to visit the
kids young adults. In early January I discovered that I couldn’t get those tickets online so I called Delta. Informed that only I could use the voucher, we paid for Chris’ ticket separately (BOGO is better than nothing). I checked my email and saw the confirmation came through.
**Note to future self – actually open and read confirmations in the future**
So back to yesterday.
When Chris’s ticket didn’t show up on the page no matter how many times I refreshed, I checked out that confirmation. Sure enough. Only my name was on it. I looked at every credit card statement I had and realized we were never billed for his flight. I looked at our points from credit cards and airlines to see if we paid in travel miles anywhere.
My pulse was seriously rising. I think my Apple watch thought I was working out, but it was simply sheer panic.
I work in tech/customer support, and I know what it’s like to be on the other end. Sometimes no matter how much you want to help someone, it just isn’t possible. I was about to call Delta, asking where my husband’s ticket was, with no proof of purchase, no credit, and no recording of the conversation I had when I purchased my ticket. And I was doing this right on the tail of their own computer crash as they were re-appropriating other passengers. Talk about horrible timing.
Before calling, I looked at options and realized we still could get Chris a flight, but it would use up almost all our saved points. Or we could shell out $1,1oo. Definitely not optimal.
Generally when I call Delta, I use their regular customer service #. In the best of times, I get put on hold for a minute then request a call-back, and they contact me 30-90 minutes later. I braced for a longer wait time based on circumstances and tried to do some yoga breathing to calm my racing heart. Then I saw a spot on their website that had a number to call if you had a skymiles # (which I did). I called and got help in less than 30 seconds! I explained the situation, and it was no problem at all. They apologized for any confusion and booked Chris on the same flights as me, and even used the rest of my voucher for it! I’m still a bit blown away by that.
So my panic turned to praise. And the entire ordeal took two hrs. (Over 90 minutes of that was my own panicking and hunting for proof of what had happened.)
Once again I am reminded of why Delta is my favorite airline, and I look forward to getting on my flight today. Especially since I get to see our kiddos on the other end 🙂